Beyond Philosophy

MAY 9, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. 23 April 2019. < Otherwise, you are leaving a significant and influential part of your Customer Experience and the customer behavior it produces up to chance. Sources: Chemi, Eric.

Consulting 379

Consulting Consulting Education Benchmark 379

Beyond Philosophy

FEBRUARY 13, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: FIVE WAYS TO KEEP YOUR CX PROGRAM ALIVE AND WELL IN 2019.

Consulting 232

Consulting Consulting Benchmark Government 232

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. To learn more about how businesses and consumers perceive AI, and many other CX topics, download our complimentary report: 2019 NICE inContact Customer Experience Transformation Benchmark.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

NICE inContact

DECEMBER 6, 2018

End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans. How do I prioritize and justify 2019 customer experience improvements? Planning for Success in 2019.

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. appeared first on NICE inContact Blog. phone, chat, IVR).

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. The post Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key appeared first on NICE inContact Blog.

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. The post Answers to Some of Your Most Pressing CX Questions Are Just a Download Away appeared first on NICE inContact Blog. You won’t be disappointed!

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. To find out more about the potential of chat, download the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

Stafford Communications

MAY 12, 2020

With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So it’s not as easy to benchmark yourself with other organizations. The other key benefit we see for NPS is that a large number of companies have adopted it.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

VHT

OCTOBER 18, 2018

A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 The post A Contact Center Expert’s Guide to Improving CX in 2019 appeared first on VHT. Employee Engagement Technology. CX experts cannot ignore employees who interact directly with customers.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

NICE inContact

OCTOBER 17, 2019

The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels. Download your copy today.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. The post Digital Omnichannel: Most Businesses Aren’t Where They Need to Be appeared first on NICE inContact Blog. Get your free copy today! Get your free copy today!

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

Beyond Philosophy

MARCH 28, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: Customers Are Irrational! 12 March 2019. < To listen in , please click here.

Management 359

Management Consulting Consulting Benchmark 359

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. The post Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds appeared first on NICE inContact Blog. Interested in learning more? Download your free copy today.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

NICE inContact

JUNE 19, 2019

These are just a few examples of the findings from our latest benchmark study. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark is chock-full of insights like these. If So, You’re Not Alone appeared first on NICE inContact Blog. The results are interesting and thought provoking.

Benchmark 55

Benchmark Self service Contact Center Customer centricity 55

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. appeared first on NICE inContact Blog. How Webhelp profits from simplified integration of chatbots and AI.

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

CX Accelerator

OCTOBER 25, 2018

NPS Pros – There is no better metric for benchmarking data…across industries, historical timelines, and geographic regions.There is still no better metric for the overall Customer Experience. Find out more about Frost and Sullivan CCW Conference HERE and I hope to see you in 2019!

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

NICE inContact

SEPTEMBER 25, 2019

The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. The post Winning in the Cloud – How Businesses Achieve CX Success appeared first on NICE inContact Blog. It’s full of thought provoking insights sure to help you get on the winning track.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

NICE inContact

SEPTEMBER 5, 2019

But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark. The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog. For CX leaders seriously thinking about strategic investments, now is the time to lay the groundwork for AI.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. appeared first on NICE inContact Blog. The post Most AI Chatbots will Fail, and That’s Okay!

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

NICE inContact

OCTOBER 11, 2019

The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. appeared first on NICE inContact Blog. This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

Beyond Philosophy

APRIL 18, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. 29 March 2019. < These days, the webcam is built in, making that decision the easiest of all. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Goodwin, Bryan. www.ascd.org.

Construction 320

Construction Benchmark Consulting Consulting 320

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. Finally, I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. In this blog, I am sharing with you my approach, and recommend you leverage it as you are developing your strategic plans. Be a Conqueror in 2019.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. In this blog, I am sharing with you my approach, and recommend you leverage it as you are developing your strategic plans. The state of your CS organization may be in any of the four states and listing all I encountered would exceed the purpose of this blog. Be a Conqueror in 2019.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. In this blog, I am sharing with you my approach, and recommend you leverage it as you are developing your strategic plans. Be a Conqueror in 2019.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

Aspect

DECEMBER 24, 2018

In addition, Ventana Research , the leading benchmark research and business technology advisory services firm, named us as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud. It’s been a busy year and one that will be hard to top but we have some exciting updates for you all in 2019!

Chatbots 59

Chatbots Finance APIs Self service 59

NICE inContact

JUNE 20, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference.

Quality management 54

Quality management Analytics Customer Experience Management 54

AWS Machine Learning

FEBRUARY 24, 2023

This dataset consists of human and machine annotated airborne images collected by the Civil Air Patrol in support of various disaster responses from 2015-2019. Two key distinctions are the low altitude, oblique perspective of the imagery and disaster-related features, which are rarely featured in computer vision benchmarks and datasets.

APIs 86

APIs Benchmark Government Analytics 86

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. This enables you to benchmark and compare performance and identify team and individual areas for improvement.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Call Experts

FEBRUARY 12, 2020

In 2019, automatic call distribution sported 23.3% More Blogs Menu. Customer Service benchmarks show the importance of a great procedure! Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. through 2022. Key 2020 Trends: Cloud Contact Centers.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Creative Virtual

MARCH 21, 2019

Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. For more on this Frost & Sullivan Best Practice Award and why Creative Virtual was selected as the 2019 AI-Enhanced Customer Self-Service Product Leader: Read the official press release from Frost & Sullivan.

Chatbots 40

Chatbots Benchmark Self service Best practices 40

Natalie Petouhof

JANUARY 12, 2022

Most of those categories should be self-explanatory, but “orient” in this context refers to benchmarking your current customer and employee experiences against those of your competitors. I was hired in October 2019, ” she said. “I This one is called the OODA Loop and it’s based on a strategy developed for training fighter pilots.

Customer Experience 52

Customer Experience B2B B2C Benchmark 52

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. More Blogs Menu. Customer Service benchmarks show the importance of a great procedure! According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. How Contact Centers Manage the Holiday Rush.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. More Blogs Menu. Customer Service benchmarks show the importance of a great procedure! According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. How Call Centers Manage the Holiday Rush.

Call Center 49

Call Center Management Contact Center Journey mapping 49